Customer Care Technical Support Specialist

Gracenote, a Nielsen company, provides music, video, and sports content along with technologies to the world's hottest entertainment products and brands, which is also a global standard for music and video recognition which is supported by the largest source of entertainment data. Gracenote features descriptions of more than 200 million tracks, TV listings for 85+ countries, and statistics from 4,500 sports leagues and competitions.

We are seeking a dedicated Customer Support Specialist to deliver exceptional day-to-day support to new and existing clients. In this role, you will collaborate with cross-functional technical teams and client stakeholders to troubleshoot product issues, resolve tickets within SLA guidelines, and maintain account configurations.

Key Responsibilities:

• Customer Support & Escalations: Provide Tier-1 support via our CRM (Zendesk), troubleshoot product issues, and coordinate with internal technical and account management teams for high-priority escalations.
• Account & Onboarding Operations: Provision product access, manage delivery profiles (API keys, FTP logins), distribute pre-sales samples, process change requests, and handle cancellation offboarding.
• Documentation & Billing: Document all client interactions accurately, keep contact lists current, and process billing adjustments for custom requests.
• Cross-Functional Collaboration: Partner with Customer Success Managers on service quality issues and join client calls as needed.

Department: Customer Support & Implementation (Post Sales)
Function: Other
Experience Level: Not Applicable